Other News

The Liverpool Direct Limited contact centre has built a national reputation in the call centre industry for leading, innovating and delivering service excellence. It is a major focus for Liverpool Direct Limited’s business growth plans. Our impressive single site 400 seat contact centre runs 24 x 7 x 365. The high standards to which we operate, together with our round the clock operations and public sector credentials are highly attractive to registered social landlords and housing trusts across the UK.

What makes Liverpool Direct Limited’s contact centre stand out from others is its focus on richness of its services and how we place the customer at the heart of the organisation.

London & Quadrant Housing Trust is one of the largest in the Country. It is a highly respected registered social landlord, managing over 65,000 homes, located across 90 local authority areas in London and the South East of England. Following a review of the current Out of Hours Provision, London & Quadrant Housing Trust has recently tendered their out of hours call handling service.

Liverpool Direct Limited’s tender submission was successful and awarded the contract on 1 May 2009. The new service went into operation on 10th July 2009. The design involved new processes, London & Quadrant system access, telephone configuration and advisor training. The implementation was achieved within minimal timescales to accommodate London & Quadrant’s core systems upgrade and award of new repair contractors.

Tim Mulvenna, Director of London & Quadrant Housing Trust Direct stated: “When tendering a contract of this type there is always a concern about the quality of staff that will be ‘let loose’ on your customers. In this case there has been nothing to worry about. Liverpool Direct Limited’s staff are their key asset and we have been very impressed with them. Both those on the front line but also the project management. This service was set up in double quick time with some tricky IT issues to resolve, the Liverpool Direct Limited project team have been responsive and professional. London & Quadrant is a large and complex organisation with customers spread over a wide geographic area and so far Liverpool Direct Limited have dealt with everything that has been thrown at them.”

The new service requirements involves handling up to 2000 calls each month for emergency housing repairs and reporting race hate incidents. Operating between 8.00pm – 8.00am weekdays, weekends (with the exception of Saturday 9.00am -1.00pm), including bank holidays and providing cover for London & Quadrant’s in house contact centre ‘L&Q Direct’ for training purposes.

Cllr Warren Bradley, Leader of Liverpool City Council and a Board Director of Liverpool Direct Limited stated: “I am delighted that London & Quadrant Housing Trust have selected Liverpool Direct Limited as it’s out of hours provider. Its fantastic news that once again we have beat off the competition to secure such an important piece of work and the quality of our people has again proven to be the key differentiator.”